A verification is locked out when a user exceeds the 5 allowed number of attempts for a video selfie or photo ID scan. This limit exists to prevent fraud.
Why has this happened?
Common reasons a lock-out may occur include:
the face on the ID and video selfie returning a low match score, potentially indicating a different person
unclear or cropped images that the system is partially or fully unable to process
evidence from a country or document type not on your accepted list
a document that appears to have been altered
What are my options?
You have two options, both available at the top of the results page:
Cancel - disables the user's verification link and stops any further reminder emails.
Restart - unlocks the verification and automatically sends the user a new link so they can try again with different evidence.
How you choose to proceed is at your discretion. If you're unsure whether to cancel or restart, consider whether the user is likely to have valid alternative evidence to provide.
If you believe a verification was locked out in error, please contact support via the messenger button on the dashboard or emailing [email protected], quoting the user's email address so the team can investigate.
What is the user told?
The user is informed during their journey that they could not be verified as there is a limit on how many times they can try, and is instructed to contact your team to discuss other options.
Vouchsafe also sends one neutral email to the user letting them know their verification is being reviewed. It will not tell them the reason.
Related article: I've been locked out of my verification (for users)